Changes and cancellations

If you want to cancel

If you made an account, sign in at your reservations and cancel it yourself. Stays and vehicles are both there, and it takes one click. You can do this up until eight hours before you arrive or collect. After that the button closes, because the property or company is already holding the room or the vehicle for you that day.

An account is never required to book. If you booked without one, or the eight-hour window has closed, write to support@waykaro.com with your booking reference and we will cancel it for you and tell the property or rental company. We ask you to get in touch rather than clicking, because without an account we have no way to be sure the person cancelling is the person who booked. References look like BL-4KQ2M9 for a stay and BLC-8H2M4KQ2M9 for a vehicle, and appear on your confirmation page.

The property or rental company can also cancel it for you if you ring them directly. They will record what you asked for, and you will get the same confirmation email either way.

If you have not paid the service fee yet, there is nothing to cancel. The hold on your dates runs out on its own and the room goes back on sale.

If you paid by Orange Money or MTN MoMo and we are still checking that payment, tell us before you send anything else. If we have not yet matched it to our wallet statement we will return it to the number it came from. Once it is confirmed, it is treated like any other paid service fee.

The service fee you paid to reserve the booking is not refunded when you are the one who cancels. It is what held the room or the vehicle for you and kept it off sale for other travellers.

The balance, which you would have paid the property or rental company in person, is simply never charged. Anything else you agreed with the business directly is a matter between you and them.

If you want to change dates or rooms

Dates cannot be changed by you, not even from your account. Availability is the property's or the company's to give, so a change has to be agreed with them rather than taken.

A confirmed booking cannot be edited in place. The straightforward route is to cancel it and book again for the dates you want, which also makes sure the new dates are actually free. If the property is nearly full and you would rather not lose the room, email us and we will speak to them first.

If the property or rental company cancels

A business can decline a request it cannot honour, and can cancel a booking it has already confirmed. When it cancels a confirmed booking it has to give a reason, and that reason is recorded against the booking and visible to you.

When a business declines or cancels, your service fee is refunded. You do not have to ask us for it.

If you paid by card, the refund is sent back to that card automatically and normally reaches it within five to ten working days, depending on your bank.

If you paid by Orange Money or MTN MoMo, we send the money back to the wallet number you paid from. That is done by hand rather than automatically, so allow a little longer, and expect us to contact you to confirm the number before we send it. If the number you paid from is no longer reachable, tell us which number to use instead. We do not refund a wallet payment to a different person’s number without hearing from you first.

This should be rare. Businesses that cancel confirmed bookings repeatedly are removed from Waykaro, because a confirmation that cannot be trusted is worse than no listing at all.

If you do not arrive

A property or rental company can mark a booking as a no-show. A hotel may charge you for a night it held open, according to whatever it told you when you booked. The service fee is not refunded on a no-show, for the same reason it is not refunded when you cancel.

Arriving late, or collecting a vehicle late

Tell the property directly if you will arrive outside their normal check-in hours, which are shown on the listing. For a vehicle, tell the rental company: pickup is arranged with them, at the place recorded on your booking.

When we get involved

If a business will not answer you, has cancelled without explanation, or the property is materially not what was listed, tell us. We can see the booking, the confirmation, and everything that has happened to it, and we will deal with the business directly.

What we cannot do is compel a business to honour a booking it has already cancelled, or recover money you handed a business directly in cash. We can only refund what was paid to us, which is the service fee, and only by the route you paid it.

Getting in touch

Email support@waykaro.com, or use the contact page. Always include your booking reference.